Experience

Medelita

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Operations Manager

  • Jan 2021 - Present

  As Operations Manager, I focus on the Customer Experience, Fulfillment and Production aspects of the business. I handle / manage all high-value clients in B2B and enterprise, while coaching all associates to handle and provide the white glove service to all D2C customers. I helped drive the CX 'playbook,' crafting a department that set company standard for response time, CSAT scores, SLA achievements, call answer rate, and more.I am responsible for sourcing, hiring, and training top tier talent to carry the brand message, ensuring everything is running as efficiently and positively as possible. The only acceptable outcome for a customer is one that leaves them happy, satisfied, and loyal to the brand. I have scaled up (and down) the Customer Experience team, as well as created growth plans and realignments as necessary.I manage the workflow of our fulfillment process, working with department leaders to guarantee we meet our customer commitments. This includes all inbound and outbound orders / packages are processed or shipped accurately and timely, and all shipments & replenishments are processed into inventory appropriately.I build and sustain relationships and opportunities with high value, large institutions on the enterprise and business to business aspects.I audit pending orders, troubleshoot issues and reconcile with responsible departments.Re-wrote the FAQs published on site based on customer analysis and feedback. Show less

• Customer Experience Manager

  • Oct 2019 - Jan 2021

  As Customer Experience Manager, I direct and lead the CX team to providing first-in-class customer service to all inbound requests, including phone calls, chats, email and social media. I handle and resolve all escalation cases, and ensure all customer outcomes are ideal, leading to repeat sales and retention / expansion of the customer base.I troubleshoot any and all pain points within the CX department, ensuring all customer commitments for KPIs are met, from SLA to first response times and satisfaction scores. Show less

• Customer Experience Specialist

  • May 2019 - Sep 2019

  As a Customer Experience Specialist, I maintain and cultivate relationships with our clients. I serve as a primary point of contact for customers, via phone, email, and in-person. I also work inter-departmentally with various entities within the organization, helping solve external situations, ranging from simple to complex in nature.



Tillys

• United States
• Retail
• 700 & Above Employee

• Store Co-Manager

  • Jul 2018 - May 2019

  As the Co-Manager, I partner with the Store Manager in all facets of the business including scheduling, training and development, hiring, visual presentation, and workload. In addition, I set the bar for what the customer experience looks like, constantly driving sales through the incremental KPIs. As the Co-Manager, I partner with the Store Manager in all facets of the business including scheduling, training and development, hiring, visual presentation, and workload. In addition, I set the bar for what the customer experience looks like, constantly driving sales through the incremental KPIs.



EXPRESS

• United States
• Retail
• 700 & Above Employee

• Store Co Manager

  • Aug 2017 - Aug 2018

  As Co-Manager, I implement and execute all visual marketing and product placement directives bi-weekly. I oversee payroll, operational checklists, supply orders, budgets, as well as lead and develop the store team. My greatest accomplishments include winning the visual excellence award for the fourth quarter of 2017, achieving Co-Manager of the region for the month of March, and being chosen to travel to various stores to merchandise new locations. As Co-Manager, I implement and execute all visual marketing and product placement directives bi-weekly. I oversee payroll, operational checklists, supply orders, budgets, as well as lead and develop the store team. My greatest accomplishments include winning the visual excellence award for the fourth quarter of 2017, achieving Co-Manager of the region for the month of March, and being chosen to travel to various stores to merchandise new locations.



Old Navy

• United States
• Retail
• 700 & Above Employee

• Department Manager

  • May 2016 - Jul 2017

  I implemented all marketing elements and product placements as per corporate instruction. I executed all visual merchandising plannograms within my departments. I also led a team of thirty to make sales goals and all other KPI markers, all derived from company expectation. I implemented all marketing elements and product placements as per corporate instruction. I executed all visual merchandising plannograms within my departments. I also led a team of thirty to make sales goals and all other KPI markers, all derived from company expectation.



Sports Authority

• United States
• Retail
• 700 & Above Employee

• Customer Service Lead

  • May 2011 - Jun 2016

  I provided exceptional customer service and helped lead the team achieve sales goals and fulfill attachment rates for specific products and services. I provided exceptional customer service and helped lead the team achieve sales goals and fulfill attachment rates for specific products and services.



Young Company | Creative Marketing Communications

• United States
• Advertising Services
• 1 - 100 Employee

• Intern

  • Sep 2015 - Dec 2015

  I assisted the public relations and marketing teams with client communications and copy writing. I compiled media lists, assisted in e-mail marketing, and helped create content for their blog postings. I assisted the public relations and marketing teams with client communications and copy writing. I compiled media lists, assisted in e-mail marketing, and helped create content for their blog postings.